Guest Experience Agent

6 months ago

Dubai, United Arab Emirates Jobsite Direct Full time

**JOB DESCRIPTION**:
**About Four Seasons Hotel DIFC**

**JOIN OUR TEAM**:

- Work with a team that boasts of employee diversity of 40+ nationalities and which is built on mutual respect, collaboration, excellent service.
- Four Seasons provides employees with the same level of care that we expect to be shared with our guests.
- Four Seasons have been ranked in FORTUNE Magazine's 100 best companies to work for since 1998.

**RESPONSIBILITIES**:
Reporting to the Front Office Manager, the Front Office & Guest Relations Agent is a central part of the Front Office Team whose main objective is not only to ensure our guests have a smooth arrival and departure experience but also offer a personalised experience to all the hotel guests.

**Front Office Responsibilities**:

- Checks in guest in an efficient and friendly manner, using guest name whenever possible. Issues correct keys to the guest. Checks out guest at end of stay.
- Assures that guest is assigned type of room requested and the correct rate is charged.
- Arranges for luggage to be delivered to guest room.
- Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift.
- Assists with responsibilities in the areas of the Concierge, Hotel Ambassadors Bell Staff, Living Room, and lobby coverage.
- Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
- Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.

**GUEST RELATIONS RESPONSIBILITIES**:

- Ensure our guests have a smooth arrival and departure experience. Give courtesy calls as needed (Pre-arrival, during the stay or after departure).
- Anticipate VIP arrivals, familiarise with guests preferences and utilise the guest history program to ensure maximum accuracy and recognition and be a point of contact all along their stay. Coordinate with multiple departments to ensure their requests are fulfilled.
- Lead the VIP amenity program and Curbside Check-in. Inspect rooms for VIP arrivals.
- Works harmoniously and professionally with co-workers and supervisors.
- Performs any other duties that is reasonably assigned by the management.

**REQUIREMENTS**:

- College education or equivalent experience
- Previous experience in Concierge
- One to two years of luxury hotel Front Desk experience
- Strong guest service experience
- Ability to work well and maintain organisation in a fast paced environment
- Requires knowledge of the ability to operate computer equipment
- Excellent ability to read and speak and write English

**WHAT WE OFFER**:

- Work Authorisation
- Competitive tax free salary, service charge, tips
- End of service gratuity
- Complimentary full board living accommodation in a high quality, well-resourced staff housing
- Vibrant fitness facilities including gym and swimming pool
- Free transportation to and from work
- Medical and life insurance
- Paid annual leave
- Paid home leave tickets
- Social and sporting events
- Learning & Development opportunities
- Career opportunities and international transfer

**Hotel**: The Four Seasons Resort Dubai at Jumeirah Beach
**Division & Department**: Customer Care
**Job Title**: Guest Experience Agent
**Contract Type**: Permanent
**Status**: Full time
**Location**: UAE
**City**: Dubai

**LEARNING & CAREER DEVELOPMENT**:
Our approach to Learning & Development ensures our employees feel confident and prepared to be their very best. Whether you are creating a creative cocktail, checking in an excited group for a wedding, or supporting our critical business functions, you will have the tools, motivation, and support to become the best craftsperson, leader, and/or business partner possible.

Four Seasons offers a place for you to grow an amazing career. Our career paths provide many options for growth, and the opportunity to try many different roles and functions. Our global portfolio provides an amazing opportunity to work around the world, or the option to grow your career locally, while learning from some of the best in the industry.

**Learning and growth offerings include**:

- A learning professional at each property to drive employee development
- World-class onboarding and on-the-job training
- Luxury service delivery training
- A suite of managerial and executive development programs
- Global Task Force opportunities, offering short-term assignments in other locations
- A large suite of digital learning including internal virtual courses, LinkedIn learning, eCornell, and virtual coaching
- A competitive tuition reimbursement program, allowing employees to pursue formal learning
- Educational partnerships with academic leaders including Cornell School of Hospitality Management, and Éc

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